Information delivery using queries and changeable database containing queries, advisory information, and flow logic

ABSTRACT

A data storage system may contain a changeable database that includes: advisory information that includes the content of at least one advisory statement for addressing an issue with equipment; query information that includes the content of at least one query delivered to the equipment; and flow logic information indicating a sequence for the delivery of the advisory statements and the queries based on the equipment&#39;s responses to the queries. An information delivery engine may deliver the queries and the advisory statements to the equipment in a sequence based on the equipment&#39;s answers to the queries and the flow logic information. This system may be adapted to troubleshoot equipment, such as an optical network terminal.

RELATED APPLICATIONS

This application is a Continuation of U.S. patent application Ser. No.13/465,782, filed on May 7, 2012, the entire contents of whichapplication is hereby incorporated by reference in its entirety.

BACKGROUND

Various endeavors can require a high degree of individual expertise,such as troubleshooting equipment (e.g., an optical network terminal(ONT)). Unfortunately, the training required to develop this expertisecan be very costly and time-consuming. Persons having the neededexpertise may also not be available in sufficient number fororganizations that provide a high volume of equipment troubleshooting,such as an optical network provider.

Computer-based expert systems have been developed to help address theseproblems. However, such systems can be difficult to program, difficultto use, and difficult to modify to reflect changes in the underlyinginformation.

BRIEF DESCRIPTION OF DRAWINGS

The drawings are of illustrative embodiments. They do not illustrate allembodiments. Other embodiments may be used in addition or instead.Details that may be apparent or unnecessary may be omitted to save spaceor for more effective illustration. Some embodiments may be practicedwith additional components or steps and/or without all of the componentsor steps that are illustrated. When the same numeral appears indifferent drawings, it refers to the same or like components or steps.

FIG. 1 illustrates an example of an information delivery system usingqueries and a changeable database containing the queries, information,and flow logic.

FIG. 2 illustrates an example of a portion of a computer network systemthat includes an optical network terminal (ONT) and the informationdelivery system configured to troubleshoot the ONT.

FIG. 3 illustrates an example of a process for generating the database105 in the information delivery system 101 illustrated in FIG. 1.

FIG. 4 illustrates an example of a portion of the flow diagramillustrated in FIG. 3.

FIG. 5 illustrates an example of a portion of the database illustratedin FIG. 1 in the form of an XML file.

FIGS. 6A-6C illustrate an example of a portion of a sequence of screensthat the information delivery engine may be configured to cause to bedisplayed based on a reading of the database and answers to the userqueries.

FIG. 7 illustrates an example of a user query that has more than twochoices and that can be used to divide the advisory information intodifferent sections.

FIG. 8 illustrates another example of a portion of the databaseillustrated in FIG. 1 in the form of an XML file.

DETAILED DESCRIPTION OF ILLUSTRATIVE EMBODIMENTS

Illustrative embodiments are now described. Other embodiments may beused in addition or instead. Details that may be apparent or unnecessarymay be omitted to save space or for a more effective presentation. Someembodiments may be practiced with additional components or steps and/orwithout all of the components or steps that are described.

FIG. 1 illustrates an example of an information delivery system 101using queries and a changeable database 105 containing the queries,information, and flow logic. As illustrated in FIG. 1, the informationdelivery system 101 may include a data storage system 103 containing adatabase 105 that may include query information 107, advisoryinformation 109, and flow logic information 111. The informationdelivery system 101 may also include a user interface 113, aninformation delivery engine 115, and a communication system 117.

The data storage system 103 may be of any type, such as a hard diskdrive, RAM, a CD, a flash memory, or any combination of these.

The database 105 that is contained within the data storage system 103may be in any format. For example, the database may be an XML file, atable, a relational database, or any combination of these.

The query information 107 may include the content of multiple userqueries. Each user query may include a question to be asked of a userand two or more answers that a user may select in response. Thequestions and answers may each be in any format, such as in a text orgraphical format, or in a combination of these.

The advisory information 109 may include the content of multipleadvisory statements. Each advisory statement may include information tobe conveyed to a user. The information may be in any format, such as ina text or graphical format, or in a combination of these.

The flow logic information 111 may indicate a sequence for the deliveryof the advisory statements and the user queries based on answers to theuser queries. For example, the flow logic information 111 in connectionwith each user query may include an identification of an advisorystatement or other user query that should be delivered to the user inresponse to each possible answer that a user may select in response tothe user query. The flow logic information 111 in connection with eachadvisory statement may include an identification of a user query orother advisory statement that should be delivered to the user afterdelivery of the advisory statement.

Although indicated as being separate from the query information 107 andthe advisory information 109, the flow logic information 111 may be partof the query information 107 and/or the advisory information 109. Forexample, each user query in the query information 107 may include flowlogic information identifying an advisory statement or another userquery that should be delivered to the user in response to each possibleanswer that the user may select in response to the user query.Similarly, each advisory statement may include logic flow informationidentifying another advisory statement or user query that should bedelivered to the user following the advisory statement.

The information delivery engine 115 may be configured to cause the userinterface 113 to deliver the user queries and the advisory statements tothe user in a sequence that is based on the user's answers to the userqueries and the flow logic information 111. To facilitate this, theinformation delivery engine 115 may be configured to present the firstitem in the database 105, or an item in the database 105 that isdesignated to be presented first to the user, through the user interface113. The information delivery engine 115 may be configured to thereafterdeliver the remaining user queries and advisory statements to the userbased on the flow logic information and the user's answers to any userqueries that are delivered.

The user interface 113 may be configured to deliver the user queries andthe advisory statements to a user and to receive answers in response tothe user queries. The user interface 113 may deliver the advisorystatements and the user queries in any format, such as in any visualand/or audible format. The user interface 113 may be of any type. Forexample, the user interface 113 may include a display, a touch screen, akeyboard, a pointing device, a microphone, and/or a sound transducer.

The query information 107, the advisory information 109, and the flowlogic information 111 may be configured to provide useful information ofany type concerning any matter. For example, this information may beconfigured to troubleshoot equipment; provide an interactive decisionsupport system (e.g., ensure adherence to rules, compliance, policies,etc); assist in product or service configuration (e.g. select optionspackages during an automobile purchase); guide users through a productor service order flow (e.g. make sure prerequisites for a purchase aresatisfied before the final purchase); and/or assist customer-facingusers interact with clients (e.g., provide structured responses forsales order takers, or technical support personnel).

The communication system 117 may be configured to communicateelectronically with whatever is the subject of the information, such asequipment that is being troubleshooted. For example, the communicationsystem 117 may be configured to automate the process of obtaininganswers to certain queries by, for example, sending the queries in anappropriate format to the equipment. In turn, the equipment may beconfigured to receive this query and to return the information that issought by the communication system 117. The communication system 117 maybe configured to use the information that it receives in response fromthe equipment to determine the answers to these queries.

Similarly, the communication system 117 may be configured to automatethe repair of equipment by using the content of an advisory statementthat flows in response to answers to user queries. The communicationsystem 117 may be configured, for example, to generate a signal or othertype of information that is communicated to the equipment and that theequipment has been configured to be used to repair the equipment. Forexample, an advisory statement may indicate that a configuration settingin equipment needs to be changed. The communication system 117 mayutilize this advisory statement to formulate an instruction to theequipment to make this needed configuration setting. In turn, theequipment may be configured to receive such an instruction and to makethe necessary configuration change.

User queries and advisory statements in the database 105 that areintended to utilize the automated querying or repair functionality ofthe communication system 117 may be configured in such a way as toindicate that they are to be processed automatically by thecommunication system 117. For example such user queries and advisorystatements may include a flag or other type of distinguishing indiciaindicating that they are to be processed by the communication system 117in addition to or instead of being delivered to the user.

In some cases, the equipment that is being troubleshooted may already bein communication with other equipment, such as with a computer server.In these cases, the communication system 117 may be configured tocommunicate with the equipment that is being troubleshooted bycommunicating through the other equipment, such as with the computerserver.

An example of equipment to be troubleshooted is an optical networkterminal (ONT).

FIG. 2 illustrates an example of a portion of a computer network systemthat includes an optical network terminal (ONT) 205 and the informationdelivery system 101 configured to troubleshoot the ONT 205. Asillustrated in FIG. 2, the ONT 205 may provide separate connectivity fora voice system 207, a data system 209, and a video system 211. The ONTmay communicate with a computer server 201 through a computer network203. The information delivery system 101, in turn, may communicate withthe ONT 205 by communicating with the computer server 201 which, inturn, may communicate with ONT 205 on behalf of the information deliverysystem 101. As indicated above, these communications may include queriesfor information and/or repair instructions.

FIG. 3 illustrates an example of a process for generating the database105 in the information delivery system 101 illustrated in FIG. 1. Asillustrated in FIG. 3, information 301 may be converted into a flowdiagram 303 which may be converted into the database 105.

The information 301 may relate to any type of process that gathersinformation and delivers information based at least in part on theinformation that is gathered. The information 301 may also be in anyform. For example, the information may be a repair or troubleshootingmanual and may include field reports and other information relevant totroubleshooting.

The information 301 may be converted into the flow diagram 303 using anyprocess. For example, a person may gather and study the information 301and design and construct the flow diagram 303 based on it.

The flow diagram 303 may be in any format. The flow diagram 303 mayinclude a starting point, advisory statements, and user queries. Each ofthese components in the flow diagram 303 may be indicated in a differentway. For example, user queries may be indicated by a diamond-shapedgeometric shape, each containing the content of the user query (e.g.,the question) and a pointer to the next user query or advisory statementthat should be delivered to the user based on each possible answer tothe user query. Each advisory statement, on the other hand, may insteadbe indicated by a rectangular geometric shape with the content of thestatement within the rectangle and a pointer to the next user query oradvisory statement that should be delivered to the user.

FIG. 4 illustrates an example of a portion of the flow diagram 303illustrated in FIG. 3. As can be seen in FIG. 4, the flow diagram 303may include user queries 401, 405, 409, and 411 and advisory statements403 and 407.

FIG. 5 illustrates an example of a portion of the database 105illustrated in FIG. 1 in the form of an XML file. Each user query andeach advisory statement may constitute an element in the XML file,portions of this being illustrated in FIG. 5. For example, user queries401, 405, and 409 in FIG. 4 are illustrated as elements 501, 503, and507, respectively, in FIG. 5. Similarly, advisory statement 407 in FIG.4 is illustrated as element 505 in FIG. 5.

As also illustrated in FIG. 5, each element may include varioussub-elements that delineate different aspects relevant to themain-element. For example, there may be a “name” sub-element thatindicates a unique name for the element that can be referenced by otherelements.

There may be a “condition” sub-element that specifies the element type,such as whether it is a user query element (designated “query”) or anadvisory statement element (designated “inform”). Each “condition”sub-element may also contain the content of the question in connectionwith each user query or the advisory statement in connection with eachadvisory statement that is to be delivered to the user. Each “condition”element may also include other information indicating the format of thepresentation, such as information indicating the size and color of adisplay font.

One or more other sub-elements within each element may each point byname to the next user query or advisory statement that is to bedelivered to the user. In the case of an element containing a user querythat can only be answered “yes” or “no,” for example, there may be anadditional “positive” sub-element for a positive answer and anadditional “negative” sub-element for a negative answer that the usermight provide. When there are more than two possible answers, additionalsub-elements may be added with other distinguishing names and pointers.Although an advisory statement element may only need one sub-element fora pointer to the next advisory statement or user query, the user queryset of pointer sub-elements may be presented for consistency, with the“negative” sub-element being empty.

The syntax that is used in the XML file may vary significantly from whatis illustrated in FIG. 5. For example, there may be types of elementsother than just user query and advisory statements, such as a “transmit”sub-element or a “receive” sub-element. The transmit sub-element may beused for sending commands or instructions to the computer network 203,the computer server 201, the communications system 117, or other devicesconnected via the computer network and/or computer server. The receivesub-element may be used for receiving a response or status from thecomputer network 203, the computer server 201, the communications system117, and/or other devices connected via the computer network andcomputer server. Although the flow logic information 111 that isrelevant to each type of element is included within the element, itmight instead be entirely separate. There may also be more levels ofsub-elements, such as, for example, to provide rules for how theinformation delivery engine 115 should handle exceptions to normalprocessing of an advisory statement, user query, or any other type ofinformation. There may instead be no sub-elements.

FIG. 8 illustrates another example of a portion of the databaseillustrated in FIG. 1 in the form of an XML file. As illustrated in FIG.8, a sub-element “control” may be used to encapsulate other sub-elementscalled “send” and “recv.”

All the elements and sub-elements in the XML file may have one or moreattributes. As illustrated in FIG. 8, two attributes may be called“type” and “param” and may be used in the send and recv sub-elements

The “control” sub-element may be recognized and acted upon by theinformation delivery engine 115 to transfer to or acquire control fromanother application, program, object, method, or subroutine runningeither locally or remotely. The information delivery engine 115 may beconfigured to transfer or acquire control before the informationdelivery engine 115 branches to the state indicated by the “positive” orthe “negative” sub-element, respectively.

A “type” attribute may also be specified and may indicate how theinformation delivery engine 115 should behave while transferring oracquiring control. For instance, a type=“block” may indicate that theinformation delivery engine 115 should wait for a status from theapplication, program, object, method or subroutine that control is beingpassed to before continuing with normal processing of the other stateelements. Likewise, a type=“async” may be specified and indicate thatthe information delivery engine 115 should transfer control andconcurrently continue with normal processing.

Whatever the syntax, the information delivery engine 115 may beconfigured to read the XML file and deliver the user queries, advisorystatements, and any other type of information that it contains to theuser through the user interface 113 in accordance with the flow logicinformation that the XML file also contains and the answers to userqueries that the user provides.

FIGS. 6A-6C illustrate an example of a portion of a sequence of screensthat the information delivery engine 115 may be configured to cause tobe displayed based on a reading of the database 105 and answers to theuser queries. FIG. 6A illustrates the delivery of the user query 501illustrated in FIG. 5. If the user answers this query by clicking the“No” button in FIG. 6A, the user query 501 dictates that the content ofelement “state72” (i.e., element 503) should be displayed next. FIG. 6Billustrates the delivery of the element 503, which in this case is auser query element. If the user answers this query by clicking the “No”button in FIG. 6B, user query 503 dictates that the content of element“state721” (i.e., element 505) should be displayed next. FIG. 6Cillustrates the delivery of the user query 505 illustrated in FIG. 5. Asillustrated in FIG. 5, the flow logic information in the element 505indicates that the element “state75” (not illustrated in FIG. 5) shouldbe presented next. The sequence may continue to proceed in this manneruntil the flow logic of a delivered element no longer indicates that thecontent of another element should be delivered.

As illustrated in FIGS. 6A-6C, each screen may include a “Back” buttonthat may enable a user to go back to a previous screen to reviewadvisory information that was presented and/or to change an answer thatwas provided. To facilitate this, the information delivery engine 115may include a data storage system that stores information identifyingthe entire path traversed by the user during each session andappropriate control logic that can read this information to go back anynumber of levels. If a different answer is given at any level, theinformation delivery engine 115 may be configured to revise theinformation that is stored in the data storage system to reflect thischange.

FIG. 7 illustrates an example of a user query that has more than twochoices and that can be used to divide the advisory information intodifferent sections. The user query illustrated in FIG. 7 may be thefirst element that is delivered to the user. As illustrated in FIG. 7,this first user query may divide the troubleshooting process insub-sections based on the name of the sub-system to be tested. Inconnection with an information delivery system that is configured totroubleshoot an ONT, the initial choices may include: “ONT” which mayhelp interpret diagnostic lights on the ONT and troubleshoot problemsassociated with the various ONT components; “Power System” which mayhelp diagnose and resolve power supply issues at the ONT and with arelated Battery Backup Unit (BBU); “Fiber Facility” which may help atechnician diagnose and resolve issues with light levels at the ONT, arelated Fiber Distribution Terminal (FDT), or a related FiberDistribution Hub (FDH); “ONT Replacement” which may help a techniciandiagnose the ONT for failure or replacement, if replacement iswarranted; “FTTP Voice” which may assist a technician diagnose andresolve trouble with a customer's voice (phone) line; “MoCA” which mayhelp a technician diagnose and resolve issues related to Multimedia overCoax Alliance (MoCA) signal on a customer's coax line; “Ethernet” whichmay help a technician troubleshoot and resolve issues related to acustomer's data connectivity (e.g., connection to the Internet); and“Video+Home Media” which may assist a technician with video-relatedissues, such as activation or initialization of a set-top box, quality,or performance, and/or help resolve service related problems, such asVideo On Demand and/or a Home Media Manager.

The process of converting the flow diagram 303 into the database 105 maybe automated by a program of instructions running in a computer system.The program may include instructions that identify each advisorystatement and each user query in the flow diagram, and the connectinglinks between them. The program may include instructions that converteach identified component into corresponding query information 107,advisory information 109, and flow logic information 111 in the database105, such as an XML file in the format that is illustrated in FIG. 5. Tofacilitate this, each advisory statement and each user query in the flowdiagram may be indicated by a different type of graphic symbol. Forexample, a rectangular graphic symbol may be used for each advisorystatement containing the content of the advisory statement, and adiamond-shaped graphic symbol may be used for each user query containingthe question to be asked. The program of instructions may use imagerecognition technology to recognize and distinguish between user queriesand advisory statements, the content of each graphic symbol, and theother graphic symbol(s) to which flow is thereafter transferred. Foruser queries, the answer to each question that is associated with a flowconnection may also be identified and transferred into the database.

Some or all of the information that is needed from the flow diagram mayalready be available in data format when the flowchart is produced usingflowcharting software, such as Visio™. In these situations, imagerecognition technology may not be needed. Instead, the software thatconverts the flow diagram into the database may extract the neededinformation directly from the data format produced by the flowchartingsoftware and reconfigure it to satisfy the needed format of the database105, such as the XML file format described above.

The process of automating the conversion of a flowchart withsub-elements may entail creating a state diagram with properties torepresent the sub-elements and the associated attributes. For instance,Microsoft Visio™ allows flowchart objects to be created with customproperties. An automated program that converts each state in theflowchart to an XML element may additionally read the properties andappropriately convert them to sub-elements or attributes.

The information delivery system (including the information deliveryengine 115), the computer server, and the automatedflow-chart-to-database converter that have been discussed herein areeach implemented with a computer system configured to perform thefunctions that have been described herein for the component. Eachcomputer system includes one or more processors, memory devices (e.g.,random access memories (RAMs), read-only memories (ROMs), and/orprogrammable read only memories (PROMS)), tangible storage devices(e.g., hard disk drives, CD/DVD drives, and/or flash memories), systembuses, video processing components, network communication components,input/output ports, and/or user interface devices (e.g., keyboards,pointing devices, displays, microphones, sound reproduction systems,and/or touch screens).

Each computer system may include one or more computers at the same ordifferent locations. When at different locations, the computers may beconfigured to communicate with one another through a wired and/orwireless network communication system.

Each computer system may include software (e.g., one or more operatingsystems, device drivers, application programs, and/or communicationprograms). When software is included, the software includes programminginstructions and may include associated data and libraries. Whenincluded, the programming instructions are configured to implement oneor more algorithms that implement one or more of the functions of thecomputer system, as recited herein. Each function that is performed byan algorithm also constitutes a description of the algorithm. Thesoftware may be stored on one or more non-transitory, tangible storagedevices, such as one or more hard disk drives, CDs, DVDs, and/or flashmemories. The software may be in source code and/or object code format.Associated data may be stored in any type of volatile and/ornon-volatile memory.

The components, steps, features, objects, benefits, and advantages thathave been discussed are merely illustrative. None of them, nor thediscussions relating to them, are intended to limit the scope ofprotection in any way. Numerous other embodiments are also contemplated.These include embodiments that have fewer, additional, and/or differentcomponents, steps, features, objects, benefits and advantages. Thesealso include embodiments in which the components and/or steps arearranged and/or ordered differently.

The information delivery system may be part of a desktop computer, amobile computer (e.g., a smartphone), or any other type of computingdevice.

Unless otherwise stated, all measurements, values, ratings, positions,magnitudes, sizes, and other specifications that are set forth in thisspecification, including in the claims that follow, are approximate, notexact. They are intended to have a reasonable range that is consistentwith the functions to which they relate and with what is customary inthe art to which they pertain.

All articles, patents, patent applications, and other publications thathave been cited in this disclosure are incorporated herein by reference.

The phrase “means for” when used in a claim is intended to and should beinterpreted to embrace the corresponding structures and materials thathave been described and their equivalents. Similarly, the phrase “stepfor” when used in a claim is intended to and should be interpreted toembrace the corresponding acts that have been described and theirequivalents. The absence of these phrases from a claim means that theclaim is not intended to and should not be interpreted to be limited tothese corresponding structures, materials, or acts or to theirequivalents.

The scope of protection is limited solely by the claims that now follow.That scope is intended and should be interpreted to be as broad as isconsistent with the ordinary meaning of the language that is used in theclaims when interpreted in light of this specification and theprosecution history that follows, except where specific meanings havebeen set forth, and to encompass all structural and functionalequivalents.

Relational terms such as first and second and the like may be usedsolely to distinguish one entity or action from another, withoutnecessarily requiring or implying any actual relationship or orderbetween them. The terms “comprises,” “comprising,” and any othervariation thereof when used in connection with a list of elements in thespecification or claims are intended to indicate that the list is notexclusive and that other elements may be included. Similarly, an elementpreceded by an “a” or an “an” does not, without further constraints,preclude the existence of additional elements of the identical type.

None of the claims are intended to embrace subject matter that fails tosatisfy the requirement of Sections 101, 102, or 103 of the Patent Act,nor should they be interpreted in such a way. Any unintended coverage ofsuch subject matter is hereby disclaimed. Except as just stated in thisparagraph, nothing that has been stated or illustrated is intended orshould be interpreted to cause a dedication of any component, step,feature, object, benefit, advantage, or equivalent to the public,regardless of whether it is or is not recited in the claims.

The abstract is provided to help the reader quickly ascertain the natureof the technical disclosure. It is submitted with the understanding thatit will not be used to interpret or limit the scope or meaning of theclaims. In addition, various features in the foregoing detaileddescription are grouped together in various embodiments to streamlinethe disclosure. This method of disclosure should not be interpreted asrequiring claimed embodiments to require more features than areexpressly recited in each claim. Rather, as the following claimsreflect, inventive subject matter lies in less than all features of asingle disclosed embodiment. Thus, the following claims are herebyincorporated into the detailed description, with each claim standing onits own as separately claimed subject matter.

The invention claimed is:
 1. A system comprising: a processor; a datastorage device containing a changeable database that includes: advisoryinformation including content of at least one predefined advisorystatement delivered to equipment, wherein the predefined advisorystatement includes advisory information for addressing an issue with theequipment; query information including content of at least one querydelivered to the equipment; and flow logic information indicating asequence for delivery of the at least one predefined advisory statementand the at least one query, based on responses to the at least one queryprovided by the equipment; and an information delivery engine configuredto deliver the at least one query and the at least one predefinedadvisory statement to the equipment in a sequence based on theequipment's response to the delivered at least one query and the flowlogic information.
 2. The system of claim 1 wherein, for each the atleast one query, the flow logic information in the changeable databaseincludes: an identification of a first advisory statement or a firstquery that should be delivered to the equipment if a previous query isanswered a first way by the equipment; and an identification of a secondadvisory statement or a second query that should be delivered to theequipment if the previous query is answered a second way by theequipment.
 3. The system of claim 2 wherein the flow logic informationin the changeable database includes for at least one query anidentification of another advisory statement or another query thatshould be delivered to the equipment if the at least one query isanswered a third way by the equipment.
 4. The system of claim 2 wherein,for each the at least one advisory statement, the flow logic informationin the changeable database includes an identification of a query oranother advisory statement that should be delivered to the equipmentafter delivery of the advisory statement.
 5. The system of claim 1wherein the advisory information, the query information, and the flowlogic information are configured to provide information useful introubleshooting the equipment.
 6. The system of claim 5 furthercomprising a communication system configured to communicateelectronically with the equipment.
 7. The system of claim 6 wherein: theequipment includes an optical network terminal (ONT) interface devicethat is configured to communicate with a computer server; and thecommunication system is configured to communicate electronically withthe ONT interface device through the computer server.
 8. The system ofclaim 6 wherein the communication system is configured to obtain ananswer to at least one of the at least one query by communicatingelectronically with the equipment.
 9. The system of claim 6 wherein theinformation delivery engine is configured to cause at least one of theat least one query to be answered by the equipment through communicationwith the equipment through the communication system.
 10. The system ofclaim 6 wherein the communication system is configured to repair theequipment by communicating electronically with the equipment.
 11. Thesystem of claim 1 wherein the changeable database is an XML file. 12.The system of claim 11 wherein each the at least one query and each theat least one advisory statement constitutes an element in the XML file.13. The system of claim 12 wherein the flow logic information for: eachthe at least one query is part of the node for that query; and each theat least one advisory statement is part of the node for that advisorystatement.
 14. The system of claim 12 wherein each element includeschild sub-elements.
 15. The system of claim 14 wherein one of the childsub-elements for each element includes information indicative of whetherthe element contains the query or the advisory statement.
 16. A methodcomprising: identifying advisory information that includes content of atleast one predefined advisory statement, wherein the predefined advisorystatement includes advisory information for addressing an issue withequipment; identifying query information that includes content of atleast one query; creating flow logic information indicating a sequencefor delivery of the at least one predefined advisory statement and theat least one query based on responses to the at least one query providedby the equipment; and delivering the at least one query and the at leastone predefined advisory statement to the equipment in a sequence basedon the equipment's response to the delivered at least one query and theflow logic information.
 17. The method of claim 16 wherein the advisoryinformation, the query information and the flow logic information arestored in a changeable database, the changeable database being an XMLfile.
 18. The method of claim 17 wherein each the at least one query andeach the at least one advisory statement constitutes an element in theXML file.
 19. The method of claim 18 wherein the flow logic informationfor: each the at least one query is part of the element for that query;and each the at least one advisory statement is part of the element forthat advisory statement.
 20. A method comprising: obtaining a flowdiagram in a first graphical file format including a plurality ofadvisory statements and a plurality of user queries; extracting theplurality of advisory statements and the plurality of user queries,wherein: one of the extracted advisory statements is indicated by afirst type of graphic symbol and by a first pointer, and the extractedadvisory statement includes a first content item related to advisoryinformation for addressing an issue and the first pointer links theextracted advisory statement to at least one other correspondingextracted advisory statement or to at least one other correspondingextracted user query; and one of the extracted user queries is indicatedby a second type of graphic symbol and by a second pointer, wherein thesecond type of graphic symbol is different than the first type ofgraphic symbol, the extracted user query includes a second content itemthat is related to questions about the issue, and the second pointerlinks the extracted user query to at least one other correspondingextracted user query or to one other corresponding extracted advisorystatement; and converting the flow diagram into an XML file, wherein theXML file contains a corresponding elements specifying extracted advisorystatement and extracted user query, and corresponding sub-elementsspecifying the first and second content items and the links of theextracted advisory statement and the extracted user query defined by thefirst and second pointers.